Communications Manager/Senior Communications Manager
As part of our ongoing efforts to transform how we communicate to customers when things go wrong, we are creating an exciting new opportunity for a Manager/and or Senior Communications Manager to support our incident and service communications to our customers and employees.
Working within our Marketing & Corporate Affairs team, this role will support the development and execution of effective communication strategies with a primary focus on our Business and Institutional customers.
The role will enhance our systems, processes and communications for both planned and unplanned service disruptions, ensuring our customers and staff are kept informed via various internal and external communication channels. This includes the preparation of customer communications.
This role is an initial 12-month fixed term opportunity (with a view to extend) supporting the preparation and maintenance of incident and crisis playbooks, templates and communications materials ensuring we can provide timely, accurate communications during service incidents ensuring our customers feel supported and informed. This is a key role helping evolve our communications framework, modernise our channels of communication and refresh customer communications, ultimately delivering on our aspiration of customer excellence and NPS +30.
Key responsibilities
- Contribute to the development and implementation of impactful communications strategies to support Business Banking customers during planned service updates and unplanned incidents.
- Develop communications materials and strategies to support customers and frontline staff.
- Help evolve and improve our processes ensuring we have clear roles and responsibilities for incident communications. Identify new and effective ways of communicating to our audiences.
- Manage, develop and measure effectiveness of communication and support a culture of continuous improvement.
- Develop close working relationships with teams across Marketing & Corporate Affairs, Segments & BB Technology to align communication on IBB and Group wide campaigns to drive greater impact.
- Have a keen sense for potential risk and reputational issues and effectively manage risk as it relates to your role.
- Contribute to an inclusive, welcoming and respectful team culture.
- May be required to be on-call as part of a rotating 24x7 to review customer communications in the event of an incident.
We’re interested in hearing from people who possess
- Demonstrated experience in marketing communications, customer communications, change communications in either in-house or PR agency.
- A passion for delivering effective communications and translating things that are complex into actions that are simple.
- Demonstrated ability developing engaging internal and external communications content across multiple channels.
- Experience in change communication and driving adoption of new processes and ways of working.
- Demonstrated experience in enhancing communications strategy and optimising communication channels.
- You thrive in fast-paced environments and working under pressure.
- Strong business acumen combined with exceptional verbal and written communication capability.
- Experience in financial services will be highly regarded either through agency or in-house.
- Strong stakeholder management, communication and collaboration skills, and experience working with senior stakeholders.
Marketing and Corporate Affairs (MCA) is responsible for delivering an integrated and consistent approach to the Group's marketing, brand, external and internal affairs, communications and sustainability.
Corporate Affairs is comprised of Communications, Media, and Government & Industry Affairs. Our purpose is to earn trust by building advocacy. We do this through renewing our brand and reputation with our stakeholders, engaging internal and external stakeholders to inspire advocacy and deliver trusted insights to inform decisions.
Working at CommBank
At CommBank, we support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you’re interested in.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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